Workflow Command: Transfer Call

Updated at December 10th, 2024

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Table of Contents

Transfer Call 1. Phone Number Note: 2. Extensions Transfer directly to User Extensions Transfer to User Extension by keys pressed 3. Call Center Call Transfer Logic: Incoming Caller ID:

Transfer Call

In this command, users are allowed to transfer the incoming calls from their Auto Attendant number(s) to:

Phone Number
Extension:
- Extension
- Extension Group
Call Center queue(s)

1. Phone Number

Configuration:

Select Country code by selecting country flag
Key in the phone numbers (e.g: 61111111)
Press Enter
Save

Note:

While transferring to a phone number, users will only be able to select from a list of country codes that are whitelisted at the organizational level.

2. Extensions

Transfer directly to User Extensions

Use case:

Transfer calls to one or many extensions.

Configuration:

Choose Extension Type:
- Extension
- Extension Group
Select the Extension(s)
Save

Transfer to User Extension by keys pressed

Use case:

Callers can press a direct User extension number to reach a particular user.

Configuration:

Gather Input Message
Gather Type - Any Digit
Max digits: " The digit length of users' extension numbers".
- Ex: if your user extensions are 100 - 900 then put in the Max digit is 3.
At Block type, choose Transfer call
At Transfer to, choose Extension
Toggle "Forward to extension by keys pressed"
Select extension type: Extension
Save

3. Call Center

Configuration:

Select Call Center Queue
Save

Call Transfer Logic:

The logic to handle the calls that are transferred from AA to Extension or Call Group will follow two principles:

When the incoming calls go through the Auto Attendant, it will follow the AA setup for handling calls.

In case, when the Auto Attendant does not have further actions to handle the missed call, the incoming call will follow the settings of the extension & call group.

Incoming Caller ID:

The number to receive calls may be the user's personal phone number.

Therefore, you may want to know whether the call you are about to answer is a private or business call.

There are 2 options:

Present Calling Party Number: The number of the caller
Present Original Called Number: The incoming number that receives the call

workflow command call transfer

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Workflow Command: Transfer Call

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Transfer Call

1. Phone Number

Note:

2. Extensions

Transfer directly to User Extensions

Transfer to User Extension by keys pressed

3. Call Center

Call Transfer Logic:

Incoming Caller ID:

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